Patient Care Navigator

**The LEWISHAM Care Partnership (TLCP)**

**Reception /Call Centre Care Navigator**
**Job Description & Person Specification**

**Job title**

Care Navigator

**Line manager**

Hub Supervisor

**Accountable to**

Senior Manager

**Hours per week**

Part time from 20 hrs

**Job summary**

The successful applicant will be the first point of contact when patients either phone or come into one of TLCP sites. They will deliver excellent customer service and arrange appointments for patients with the most appropriate clinician in order to meet the patients wishes. They will give advice to patients about other services and options available to them

This role will be based in the central call Centre of TLCP and at the practices sites for face to face services. Applicants will be expected to work in both settings. The sites are situated within the central Lewisham area

**Mission statement**

**Mission Statement: ‘Each and every patient Matters’**

TLCP Partnership aims to provide high quality health care in a responsive, supportive, courteous and cost-effective manner. We will:

- Provide a service which puts patient welfare at the heart of all we do
- Work within the framework of NHS Primary Care Services to provide professional medical, nursing and other services which meet the identified needs of patients
- Promote best practice through utilising specialist expertise within the practice team and externally and encouraging the continuous professional development of all members of the practice team
- Nurture a culture which is innovative, forward looking and adaptable
- Take into account the evidence provided by scientific and medical research in our treatment

**Values**

**Caring for wellbeing in body, mind, spirit and relationships**
- Conveying compassion in word and action
- Assessing and responding to needs
- Providing an appropriate range of services
- Maintaining a health promoting environment

**Respecting all**
- Showing courtesy
- Seeking to understand
- Treating all fairly
- Valuing each person as a unique individual
- Being especially supportive to the vulnerable

**Working as a team**
- Relating well within the team
- Valuing the contribution of each team member
- Building a mutually supportive environment
- Co-operating with other teams
- Encouraging responsible involvement by our patients

**Integrity**
- Speaking and acting truthfully
- Being accountable for our actions

**Learning and improving**
- Adapting to change
- Building on achievements
- Developing our services

**Generic responsibilities**

All staff at The Lewisham Care Partnership have a duty to conform to the following:
**Equality, Diversity & Inclusion**

A good attitude and positive action towards ED&I create an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

**Safety, Health, Environment and Fire (SHEF)**

This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

**Confidentiality**

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect that all staff will respect their privacy and maintain confidentiality at all times. It is essential that if the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

**Quality & Continuous Improvement (CI)**

To preserve and improve the quality of our output, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

**Induction training**

On arrival at the practice, all personnel are to co